Cleaninghouse Service Terms and Conditions

These Service Terms and Conditions set out the basis on which Cleaninghouse provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing a cleaning team to attend a property, the customer agrees to be bound by these terms. These terms are intended to create a clear, fair, and professional framework for the provision of cleaning services, including the booking process, payments, cancellations, liability, waste handling, and the legal position that applies to the agreement.

For the purposes of these terms, references to “we”, “us”, and “our” mean Cleaninghouse, and references to “you” and “your” mean the customer, client, or person making the booking. These terms apply to all standard cleaning appointments, one-off cleans, scheduled visits, deep cleaning services, and any additional tasks agreed in writing. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.

We may update these terms from time to time to reflect operational, legal, or commercial changes. The version in force at the time of booking will apply to that booking unless a later variation is agreed in writing. It is your responsibility to read the current terms before confirming a cleaning appointment with Cleaninghouse services. Acceptance of a booking, whether online, by telephone, by message, or through any other arrangement, indicates agreement to these terms.

Booking Process

Bookings may be requested through our usual booking channels and are subject to availability, suitability of the property, and confirmation by us. A booking is not confirmed until we have accepted the request and provided an appointment time, scope of service, and, where applicable, a price estimate or fixed fee. We may decline or amend a booking if the property conditions, access arrangements, requested tasks, or timing are not reasonably suitable for the service requested.

To help us provide the correct service, you must supply accurate information when booking a Cleaninghouse cleaning appointment, including the type of property, approximate size, level of cleaning required, access instructions, parking restrictions where relevant, and any hazards or special requirements. If the information supplied is incomplete or incorrect, the service may take longer, cost more, or be limited to what can safely and reasonably be completed during the booked time.

We reserve the right to reassess the booking on arrival if the actual condition of the property differs materially from the information provided. This may include situations where a standard clean has become a deep clean, where excessive contamination is present, or where specialist equipment is required. In such cases, we may offer to proceed with an amended scope, rearrange the appointment, or apply an adjusted price, provided you agree to the revised arrangement. If agreement cannot be reached, we may cancel the service and charge a reasonable call-out or cancellation fee where permitted.

Access must be arranged so that our team can begin work at the scheduled time. If we are unable to enter the property, are delayed by missing keys, incorrect access details, or inaccessible premises, the appointment may be treated as a late cancellation or missed visit. You are responsible for ensuring that the property is ready for cleaning and that valuables, fragile items, confidential materials, and items requiring special handling are secured or removed before the appointment begins.

Where recurring or regular cleaninghouse services are booked, each visit is subject to these terms unless a separate written service agreement states otherwise. We may change staff allocation, visit order, or equipment used where required to maintain service standards, operational efficiency, or health and safety.

Payments and Pricing

Prices may be provided as an estimate, an hourly rate, or a fixed fee depending on the nature of the service. Unless expressly stated otherwise, all prices are exclusive of any applicable taxes and are based on the information you provide at the time of booking. Additional charges may apply where the work takes longer than anticipated, where extra rooms or tasks are added, or where conditions require specialist products, machinery, or additional labour.

Payment terms will be confirmed at booking or on the invoice. In most cases, payment is due on completion of the service or in advance for certain appointments, recurring services, or high-value bookings. We may require a deposit or full prepayment to secure the booking. Failure to make payment when due may result in suspension of service, cancellation of future appointments, or recovery action for outstanding sums.

Where payment is made by card, bank transfer, or another approved method, you must ensure that the payment details supplied are valid and that sufficient funds are available. If a payment is reversed, declined, charged back, or disputed without valid reason, we may suspend services and recover any associated administrative or banking costs to the extent permitted by law. Any overdue balance may accrue reasonable interest and recovery expenses where lawful and appropriate.

Promotional offers, discounts, or packages are applied only in accordance with their stated conditions and may be withdrawn or amended at our discretion if misused or if the booking no longer qualifies. Prices confirmed in writing remain valid only for the specified service scope and date unless otherwise stated. If the scope changes, the fee may be revised to reflect the actual work required.

Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary according to the type of service, appointment length, and any special arrangements, and will be communicated at the time of booking or in the service confirmation. If you cancel with insufficient notice, or if our team is unable to carry out the service because of lack of access, incorrect information, unsafe conditions, or a customer no-show, we may charge a cancellation fee or the full appointment fee where appropriate and lawful.

For scheduled visits, repeated late cancellations or repeated refusals of access may result in us declining future bookings. If we need to cancel or reschedule due to illness, operational issues, equipment failure, adverse weather, or other events beyond our reasonable control, we will aim to offer an alternative appointment. We will not be responsible for any indirect loss arising from such changes, provided we act reasonably and in good faith.

If a property is deemed unsafe, unsanitary, or unsuitable for our team to enter or work in, we may stop the service immediately. This includes situations involving exposed needles, human or animal waste beyond the agreed service scope, severe mould, aggressive animals, infestations, or hazardous substances. In such cases, the appointment may be charged in full or in part if attendance has already occurred and work has commenced.

Liability and Service Limits

We will perform our services with reasonable care and skill. However, cleaning work is often carried out in properties containing delicate, ageing, or previously damaged surfaces, fixtures, furnishings, or appliances. We are not liable for pre-existing defects, wear and tear, hidden faults, structural issues, or damage caused by items that are already unstable, defective, or inadequately secured. You should inform us in advance of any fragile, valuable, or irreplaceable items that require special handling.

Our liability for direct loss caused by our negligence will be limited to the total amount paid, or payable, for the specific service giving rise to the claim, except where such limitation is not permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. We are not liable for indirect loss, loss of profit, loss of business, loss of opportunity, or consequential damage.

Where damage is alleged, you must notify us as soon as reasonably possible and provide supporting information, including photographs and a description of the issue. We may inspect the alleged damage, request further evidence, and seek to repair, replace, or reimburse at our discretion and in line with our legal obligations. Any claim will be assessed fairly and on the basis of the information available.

Cleaninghouse staff must not be asked to move items that are overly heavy, dangerous, or likely to cause injury or damage. We may refuse any task that is unsafe, outside the agreed scope, or likely to involve unreasonable risk. Where we refuse a task for safety reasons, this does not constitute breach of contract.

Waste Regulations and Disposal

Any waste removed during a cleaning service will be handled in accordance with applicable waste regulations and environmental requirements in the UK. Unless explicitly agreed otherwise, our service does not include disposal of large volumes of waste, hazardous materials, electrical items, clinical waste, sharps, asbestos, chemicals, or any item requiring specialist collection or treatment. Such items must be disclosed in advance and managed through the correct lawful channels.

You must ensure that waste requiring special handling is identified before the appointment. If we encounter waste that is prohibited, dangerous, contaminated, or otherwise unsuitable for ordinary disposal, we may stop work in that area and request further instructions. Where removal is permitted, any associated disposal charges, sacks, transport costs, and handling costs may be added to the service fee if agreed in advance or reasonably necessary to complete the booking lawfully.

We will take reasonable care to separate and handle waste responsibly and to avoid unlawful disposal practices. You remain responsible for the legality of the items left for cleaning or collection, including ensuring that waste transferred to us is not hazardous unless previously agreed in writing. We will not be responsible for any penalty, claim, or enforcement action arising from inaccurate disclosure by you or from waste that was not reasonably identifiable as part of the agreed service scope.

Customer Responsibilities

You must provide a safe working environment, reasonable access to water and electricity where needed, and accurate instructions concerning the property and the work requested. Pets should be secured if necessary, and any vulnerable persons present should be protected from disruption or cleaning products. You are responsible for safeguarding documents, cash, jewellery, keys, artwork, and other valuables before the appointment starts.

You must also ensure that the premises comply with relevant health and safety requirements to the extent that this is within your control. If our team must adapt their work because of restrictions, contamination, or access limitations, the service may be completed on a best-efforts basis. We are entitled to rely on the information you provide and are not responsible for losses caused by incomplete, misleading, or omitted information.

General Provisions

These terms, together with any written booking confirmation or service specification, form the entire agreement between the parties in relation to the relevant service. No statement made before the booking will override these terms unless confirmed in writing by an authorised representative of Cleaninghouse. If we do not enforce a right at any time, this does not waive that right for the future.

We may assign or subcontract all or part of the service where appropriate, provided that the agreed standard is maintained. You may not transfer your rights or obligations under these terms without our written consent. If any part of these terms is unlawful, invalid, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the rest of the terms will remain effective.

Governing Law

These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless mandatory law requires otherwise. By booking Cleaninghouse, you agree that the agreement and any non-contractual obligations relating to the service will be interpreted in accordance with this governing law provision.